I graduated with merits from Les Roches Marbella International School of Hotel Management's BBA program with a minor in Small & Medium Enterprise Management.

I consider myself a person with a strong self-motivation, organized, passionate, honest, good communication skills, hard worker and always trying to do the best I can in everything I do. I am currently looking for Job opportunities abroad in order to gain more experience and grow as an outstanding professional.

I have been actively working for the last four years in different departments, gaining knowledge from each experience. Moreover, my experience working and living abroad made me grow in every aspect and prepared me to enthusiastically face day-to-day challenges.

Kelly Vázquez

Experience

Front Desk Agent

The Autograph Collection Palacio del Retiro - Madrid, Spain

Front Office concierge

January 2018 -
June 2018 · 6 months

Concierge and Call Center Representative

Wellington Hotel, 5* - Madrid, Spain

Front Office reception

August 2016 -
January 2017 · 6 months

My main duties were:
- Being responsible for all incoming calls and communication of the hotel
- Ensuring that all communication channels operate flawlessly
- Operating telephone switchboard station in order to answer and process all guest calls, requests, questions, or concerns
- Advising guest of any messages received for them, and send to room if required.
- Introducing all guest requests or issues into the system, contact appropriate department as necessary to resolve guest call, request, or problem and do a follow-up with guests to ensure their request has been met to their satisfaction
- Providing information to guests about the property, room features, property amenities, and local areas of interest. Assist guests with accessing the internet
- Responding to guest requests for special arrangements or services (transportation, reservations, laundry, hair dressers…) by making arrangements or identifying appropriate providers
- Managing the reservations and cancellations in restaurants or in any other special event
- Monitoring busy or unanswered lines, check back with callers and offer to take a message
- Assisting the Front Desk by preparing the arrivals and adding extra charges in guest's profiles, as well as in anything else needed from my side

Asst. HSK Manager, Front Desk Agent and Sales Coordinator

The Ritz-Carlton Abama Hotel, 5* - Santa Cruz de Tenerife, Spain

Management Trainee

February 2015 -
July 2015 · 6 months

(Cross-Training)
My main duties as ASSISTANT HOUSEKEEPING MANAGER were:
- Organizing and managing the schedules
- Assisting to the weekly management meetings
- Reporting any flaws in the common areas or guest rooms
- Preparing reports and presentations
- Evaluating and discipline staff when needed
- Managing the Housekeeping Team
- Ensuring communication and follow-up on any problems, guests complains or requests
- Inspecting the guest rooms and common areas to ensure quality standards and verify room status
- Assisting with the database of a new program’s implementation
- Supervising the Housekeepers working areas, making sure all the cleaning products and areas were properly organized
- Managing and taking orders for the inventory
- Controlling the budget of the HSK department
- Ensuring there were enough supplies in the guest floors
When working as a FRONT DESK AGENT, my main responsibilities included: Doing the C/I and C/O, welcoming guests, making restaurant reservations, offering tourism information to guests, doing wake-up calls, dealing with guest complains, preparing arrivals, making sure that the check-list from the shift was done, communicating with departments, working with Opera and creating reports.
The last month of my internship, I worked as a SALES COORDINATOR: Blocking rooms and event spaces in Opera, checking the cleaning and preparation of all events spaces, inspecting Rooms, creating special gifts and letters for the customers, general administrative duties (Phone, e-mails, reports..) and assisting the Sales Managers with their duties

Front Desk Agent

Sofitel Brussels Europe Hotel, 5* - Brussels, Belgium

Front Office reception

September 2013 -
January 2014 · 5 months

My main duties were:
- Check-ins, Check-outs and welcoming guests following the standards
- Checking daily reports such as traces, credit limit, room moves, in-house guests and corrections
- Working with OPERA, updating and introducing new profiles as well as charging any extra fees
- Maintaining communication between different departments
- Making sure that the check-list was done in the most efficient possible way
- Building a good relationship with all guests and handling any complaints/issues in a fast and professional manner to maintain high quality customer service
- Phone: answering and transferring external/internal calls, taking information and messages from guests, confirming reservations, wake-up calls...
- Handling reservations, cancellations and no shows
- Preparation of arrivals for next day (individual/group/VIP)
- Promoting hotel services and facilities for up-selling opportunities
- Encouraging guests to become member of the Sofitel's loyalty program
- Organizing the backup and material needed to work
- Managing payments and making invoices
- Dealing with guest requests to ensure a comfortable and pleasant stay
- Assisting the FOM and Shift Leaders with their duties

Food and Beverage Cross Training

NH Atlanta Brussels Hotel, 4* - Brussels, Belgium

F&B other

June 2013 -
September 2013 · 4 months

Internship through all different F&B Outlets (Breakfast Buffet, Restaurant/Bar, Banquets and Room Service.) My main duties were:
- Welcoming customers and managing the assignment of tables
- Taking reservations
- Taking orders and serve food courses and beverages to guests
- Anticipating guest needs by offering suggestions
- Buffet food runner
- Delivering of room service
- Answering questions on menu selections
- Setting tables according to type of event and service standards
- Ensuring that the mini bars from the guest rooms were refilled
- Communicating with guests, employees, and departments to ensure guest’s needs were met
- Ensuring that all food items were covered, labeled and always nicely refilled
- Maintaining cleanliness and the mise-en-place at working station for a smooth operation
- Cleaning all tables, floor and polishing glasses
- Processing with payments
- Working and introducing all the information in MICROS
- Taking ownership of guest concerns and requests and acting decisively to ensure guest satisfaction